Veterinary client communication is at a crossroads. Teams everywhere are feeling the strain of constant calls, texts, and emails from clients who expect immediate answers. The pace of communication has accelerated faster than many veterinary practices can keep up with, creating a daily challenge: how do we stay personal and present while meeting growing digital demands?

That question is at the center of a conversation between Dr. Andy Roark and Shawna Castillo on the Uncharted Veterinary Podcast, sponsored by Otto.

Shawna is the Director of Care Membership Programs at Otto and co-owner of Cement Creek Veterinary Hospital in Colorado. With more than 20 years of experience in the veterinary and animal health space, she is a leader in people, process, and technology integration. Her background spans team leadership, retention strategy, client education, and process improvement.

At Otto, Shawna helps veterinary hospitals implement tools that improve efficiency and strengthen client relationships through intentional automation. She is passionate about finding new ways to use technology to deepen the bond among pets, their people, and their veterinary teams.

This episode is brought to you ad-free by Otto!

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Explore the latest insights in client behavior and new client communications benchmarks from the 2025 Otto Client Engagement Report.

Ready to elevate operational efficiency and deliver a better experience for every pet owner who walks through the door? Book a demo with Otto to see the platform in action. 

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Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag